🍂🎃 Apptoberfest discussion: apps for ITSM 💬💻

[Maggie Norby Adams]

Hi Community! It’s time for the second discussion in our Apptoberfestivities: 💬 apps for ITSM 💻

Atlassian Marketplace Partners offer plenty of powerful ITSM apps to help teams work better together to deliver high quality support experiences.

What we want to know is, what are your favorite apps for ITSM and why? What problems have your favorite apps helped solve?

Let us know!

(Not sure what Apptoberfest is? Click here 🎃 )

[John Funk]

Since it's JSM, queues are one of the most used features. And that being the case, I find this one to be very helpful:

• Queues for Jira Service Management

[Aleksandra Bosacka _Deviniti_]

Hi @John Funk 

Thanks for giving our Queues a vote!

Cheers,
Aleksandra

[Alex Koxaras _Relational_]

Hi @Maggie Norby Adams 

Sweet topic! Here's my list of apps which I have used in different projects, without order of preference:

• Extension for Jira Service Management - Many functionalities for improving customers' UX
• Email this issue - Lot's of functionalities for emailing issues and creating advanced email handlers using conditions as well. Super useful!
• My Requests Extension for Jira Service Management - Let the customer have heir control over their request and allow them to download them. Pretty handy for them
• Actions for Jira Service Management -  Let the customers do some work as well and have more control over their request. This is quite useful if the customer has forgotten to fill-in any info. Now they can do it! :)
• SLA Time and Report for Jira - Advanced SLAs!
• Time to SLA - More Advanced SLAs :)

Of course there is an abundance of apps within the marketplace to choose from and each and every one of them satisfy different needs! Since Atlassian provide the 30day evaluation, as well as the free below 10, all can try them out!

[Dirk Ronsmans]

That Actions one looks nice. Too bad it doesn't have a Cloud version yet.

And another vote here for Email this Issue :)

[Aleksandra Bosacka _Deviniti_]

Hi @Alex Koxaras _Relational_ and @Dirk Ronsmans

Thanks for recognizing and promoting our apps, we absolutely love your feedback! 🤩

Cheers,
Aleksandra from Deviniti

[Faith Nyamande {Appfire}]

Hi @Alex Koxaras _Relational_,

Thanks for shouting out Time to SLA, it's great to hear that you're able to work with more advanced SLAs!

All the best,

Faith from Appfire

[Dirk Ronsmans]

I try to take the approach of extend only when really required on a JSM instance but these are some that I've found very helpful:

Email This Issue : to send prettier and better branded emails to customers (HTML templates) and to have a better defined trigger schema as to when they are sent out. (Automation could be replacing this soon if we can define a "sent from" address)

EazyBI / PowerBI Connector / ... and pretty much any other app that lets me export my data to a BI solution for better reporting. With the announcement of Atlassian Analytics I was hoping to let these go but since it's only enterprise we'll keep these around to link to a Power BI or Tableau instance :)

Other things we tend to install are related to Project/Portfolio management( like BigPicture or Structure) but those aren't "just for JSM"

In general I don't have any "must have" apps but it all depends on what the maturity level of the customer is and what issue we're trying to tackle

[Tuncay Senturk]

These are my favourites;

• Script Runner as usual
• Refined for Jira Cloud - customize the look and feel of your customer portal
• Scroll View for Confluence - use themes and templates to have a more professional documentation portal
• Time to SLA - advanced and enhanced SLA management
• Chat - multichannel ITSM
• Enhancer - define and track KPI metrics for your ITSM projects

[Andy Gladstone]

These are the 'spice' that add flavor to the grain, hops &  yeast of our Jira instance:

• GitHub for Jira

• Easy Agile TeamRhythm

• Automated Log Work for Jira

Without them, Jira would be great. With them, it's amazing.

[Tenille _ Easy Agile]

Thanks for the shoutout @Andy Gladstone! It's always great to hear.

Tenille | Easy Agile